Author: Sandra Radlovacki

PolyAI Expands Beyond Front-Line Automation with New Agentic AI Roles

PolyAI is extending its AI platform with the launch of three new agentic AI roles: QA Agents, Analyst Agents, and Builder Agents. The expansion builds on its existing customer-facing automation to create a dynamic, self-improving workforce designed to deliver continuous...

When Insights Don’t Connect, AI Becomes an Expensive Illusion

The AI gold rush is well underway. Companies are hiring data specialists, building integration pipelines, and investing heavily in artificial intelligence to sharpen decision-making. Yet, many of those efforts are built on shaky ground. Without connected insights, AI could become...

This Holiday Season, AI Wins More Trust Than Retailers

Retailers have tried time and again to guide shoppers with curated gift lists and seasonal promotions. But this holiday season, consumers are putting more faith in generative AI than in traditional retail strategies. Coveo’s new holiday report, based on a survey...

Calabrio Pushes Workforce Management into the AI Era with New Intelligence Suite

Calabrio has introduced Workforce Intelligence, a platform it says redefines how contact centres manage their people in an AI-driven world. Announced at the company’s annual Calabrio Customer Connect (C3) event, the launch marks a break from the static systems that...

Finalists Revealed for the International Customer Experience Awards 2025

The wait is over — the International Customer Experience Awards 2025 finalists have been chosen! Some of the world’s best-known brands are in the running this year, including Vodafone Türkiye, Octopus Energy, TUI, Costa, and MSD. A diverse mix of innovators,...

SoundHound AI Expands Agentic AI Reach With Interactions Acquisition

SoundHound AI is expanding its presence in enterprise customer service with the acquisition of Interactions, a company recognised for its AI-powered voice assistants and workflow orchestration tools. The deal aims to strengthen SoundHound’s position in the agentic AI space, a...

More Than Half of Gen Z Check Employer Social Media Before Applying

How much does a company’s online reputation affect whether someone hits “apply”? HireClix’s 2025 Candidate Experience Survey shows it carries real weight, especially for younger job seekers. More than half of Gen Z and Millennials review an employer’s social media presence...

Zoom Moves into Cars with New LG Partnership

LG Electronics announced that its webOS-based Automotive Content Platform (ACP) will include a native Zoom app, making video conferencing available directly from in-car infotainment systems. The development was revealed at IAA MOBILITY 2025 in Munich, one of the world’s largest...

Instacart and Morrisons Launch First UK Rollout of Smart Trolleys

AI-powered shopping trolleys are heading to British supermarkets for the first time, as Instacart teams up with Morrisons to bring its Caper Carts to the UK. The trial will begin in early 2026 at one Morrisons store, with further expansion...

Rewards Are Becoming a Deciding Factor in Customer Loyalty

Rewards now play a central role in how people choose to pay, where they shop, and which brands they stick with. New research from PayPal and Reach3 Insights shows that incentives are driving deeper emotional connections and influencing long-term loyalty. By combining...